Caspero Casino - Player’s withdrawal has been delayed.

Hello, I won €4,000 at this casino and I've been waiting for withdrawals since February 19th. It's now March 6th and still nothing. They tell me it will be processed as soon as possible, but there's nothing happening.

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Dear mimi260713,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Caspero paid me 1000 euros this weekend. I'm waiting to hear back and will keep you updated.

I'm glad to hear that you have received part of your winnings. Could you please let me know how many pending withdrawal requests are currently in your account? Please specify the dates when you submitted these requests, the amounts you requested, and the payment methods you selected. Thank you for your cooperation.

Hello, I have three pending withdrawals of €500 each. The first €500 was submitted on February 19th, the second on March 7th, and the third on March 9th via bank transfer. I'm sending you screenshots. Thank you.

Thank you for the screenshots. Have you received any new payments in the meantime? Please keep me updated.

No, I haven't received anything.

Hello, the finance department contacted me on March 23rd by email to request documents. I sent them directly and am waiting for a response.

Hello, my documents are still not validated, and today they cancelled a withdrawal and blocked further withdrawals.

Hello mimi260713,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Update to let you know that I am still waiting for my documents

Dear mimi260713,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at petronela.k@casino.guru

Thank you for your understanding.

Nothing at all, I'm still waiting for my documents to be validated since March 23rd and my withdrawals since February 19th. We have time, no need to rush. I think I'll have them by the end of the year, or maybe not! In any case, get well soon, Veronika!

Hello, I'm just letting you know that I'm still waiting for my documents to be verified.

Dear mimi260713,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello mimi260713,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Caspero Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello, I'm writing to inform you that Caspero Casino has validated my documents and I received my first withdrawal today. Thank you.

Hello mimi260713,

I’m happy to hear things are moving in the right direction. I will leave this complaint open until I receive confirmation that all funds have been received.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I received four more withdrawals; two remain. I think the matter is resolved.

Dear mimi260713,

Since it seems, there are no more issues with the withdrawals, we'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you encounter any more issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Lucia S

Casino Guru